❓ A WA parliamentary question on notice regarding a significant increase in Synergy customer complaints related to billing issues, questioning the Minister's responsibility for the failing system and the effectiveness of his five-point plan. The Minister deflects blame to the previous government.
AnsweredQoN 7538Legislative Assembly
QuestionView source ↗
I refer to the Minister's announcement on 2 April 2009 that he had personally developed a five point plan with the board and management of Synergy to ensure Western Australians would receive a world-class customer care and billing platform, and I ask:
(a) is the Minister for Energy satisfied that on page 23 of the Economic Regulation Authority's (ERA) 2010–11 Annual Performance Report – Energy Retailers, it states that there has been a 680% increase in Synergy complaints which are the result of the problems with Synergy billing system and increased tariffs; and
(b) of this 680% increase in complaints, how many complaints specifically related to the customer care and billing platform that resulted from the system created by the five point plan the Minister developed with the board and management of Synergy?
(a) is the Minister for Energy satisfied that on page 23 of the Economic Regulation Authority's (ERA) 2010–11 Annual Performance Report – Energy Retailers, it states that there has been a 680% increase in Synergy complaints which are the result of the problems with Synergy billing system and increased tariffs; and
(b) of this 680% increase in complaints, how many complaints specifically related to the customer care and billing platform that resulted from the system created by the five point plan the Minister developed with the board and management of Synergy?
AnswerView source ↗
Answered
2 May 2012
Responded by
Minister representing the Minister for Energy
Response time
42 days
a) I have repeatedly stated my dissatisfaction with Synergy's billing system, which was approved by the previous government.
b) The customer care and billing platform, which was approved for implementation by the previous government, was not initiated by the five point plan. Synergy is not able to provide details on how many complaints related directly to the performance of the billing system, as complaints are not categorised in this way.
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b) The customer care and billing platform, which was approved for implementation by the previous government, was not initiated by the five point plan. Synergy is not able to provide details on how many complaints related directly to the performance of the billing system, as complaints are not categorised in this way.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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